Job Purpose:

To establish, monitor and enhance the operational standards of “Ground Operations” in the assigned region in accordance with business needs and regulatory requirements.  Monitors and manages the day-to-day performance of the assigned stations with focus on “Customer Satisfaction”, “On Time Performance - OTP”, “Safety and Security”, and contractual agreements signed with GHAs and GSAs in the respective country.

Decision Making/Scope:

Independently manages the day-to-day activities within the framework of responsibilities and boundaries identified with his/her role and in accordance with standard practices; expected to make decisions and apply judgement on related issues frequently. Consults with line manager on non-routine actions prior to executing; all duties shall be performed through a proper channel and in compliance with the adopted policies and procedures. 

Key Responsibilities:

•    Supports the Hub in developing, implementing and monitoring the adherence to approved strategies and business plans in accordance with Company’s corporate objectives ensuring revenue and return on investment (ROI).
•    Liaises with Stakeholders to develop and implement effective “Airport Services” procedures in line with quality standards, and regulatory requirements ensuring efficient ground handling, best customer service, and utmost safety and security of Airport and Ramp operations across the network.
•    Builds / capitalizes on effective relationships with Airports, Civil Aviation Authorities, Ground Handling companies GHAs and Airports Managers to facilitate start-up formalities and ensure smooth on-going operations with best rates at all times.
•    Employs interpersonal and technical skills to negotiate and control “Customer Service” contractual requirements with relevant international industry bodies within the region ensuring Company’s interests are protected; liaises with Stakeholders and management to consider their requirements prior to finalizing contracts.
•    Partners with Hub Management & head of function to manage the start-up formalities of all new hubs/stations in the assigned region, this includes but not limited to: business relationships, contracting, facilities, logistics, manpower, recruitment, training, systems, and technical requirements.
•    Conducts feasibility studies; develops, prepares and proposes for operating budget for the airports within the assigned region based on agreed business plans ensuring efficiency and cost control; liaises with Hub Management & head of function for budget approval and expenditure.
•    Conducts field visits and assessments to evaluate the overall performance of stations/handling agents GHAs, and GSAs in the respective region; utilizes reports and data analysis to monitor payments, highlight trends, and identify gaps aiming for improvement.
•    Partners with Sales team to highlight results of assessments and agree on remedial methods that serve meeting targets of maximizing revenue and reducing costs. Continuously monitors the stations’ performance providing necessary customer support, staff guidance, and management feedback.
•    Acts as a link between airline and government bodies, stations, and the IT Department for all systems requirements including set-up, testing, training, maintenance and upgrade ensuring all are in compliance with regulations and airline policies and procedures.
•    Cooperates with Quality Assurance/ Safety/Security Departments to ensure adherence of respective stations and staff to corresponding standards and set measures; supports in investigations and audit checks ensuring timely response to statuary requirements and findings.
•    Partners with HR to set objectives and identify KPIs for the respective team members; ensures his/her subordinates are fully aware and knowledgeable of their targets. 
•    Provides on-going support and supervision to the team members to assist them achieve their goals and bridge any gaps identified.
•    Ensures available resources such as manpower, systems, tools, and procedures related to his/her area are properly managed and utilized to achieve optimal error-free productivity and meet current and future Company’s needs. 
•    Continuously evaluates available systems and software applications and recommends solutions to increase efficiency.

People Management: 
•    Provides direction, coaching and guidance to team members for their career and professional development.  
•    Creates a conducive working environment to build and sustain a performance driven, engaged, and committed team.   
•    Ensures people management responsibilities are handled effectively in line with company procedures.

Qualities & Knowledge: 

• Basic Airport safety and security procedures and regulations trainings are a must.
• Project Management certificate or alternately the proven corresponding working experience is a must.
• Cost Control, Compliance, Budgeting and Quality Assurance certificates and trainings are an added value and some may be treated as conditional for this role.
• Excellent in written and verbal communication skills, Technical reports writing, presentations, etc.
• Fluent in English Language (national languages of country of employment is an advantage).
• Comprehensive knowledge in IATA/ Civil Aviation Authorities and Regulatory Bodies’ rules and regulations pertaining to Ground Handling working procedures and operating standards, GHAs, GSAs, etc.
• Has very good commercial background and relative understanding of P&L accounting.
• Product knowledge, high capability of understanding market needs and trends.
• Exposure to QA/Safety/Security/Audit procedures and practices affecting Ground Operations.
• Hands on schedules, rosters, and shift-pattern manpower allocation on a large scale.
• Composed, self-confident and focused, committed to efficiency and successful safe results.
• Proven skills in analyzing data, identifying pitfalls and recommending cost-effective solutions.
• Cost-oriented, possesses effective persuasive, negotiation, problem solving and decision making skills.
• Proficient in Ground Handling systems and MS Office (Advanced Excel).
• Strong knowledge, ties and relationships in Aviation Industry and Markets; to build credibility quickly.
• Experienced in drafting and negotiating contracts and service level agreements SLAs.
• Hands on forecasting, budgeting, and monitoring performance KPIs of business initiatives in aviation.
• Demonstrates exceptional work habits; high accuracy and attention to both results and details.
• Employs technical expertise and interpersonal relations to support company’s objectives.
• Experienced in designing/ implementing policies, procedures, manuals in line with standards and regulations.

Qualifications & Experience:

• Bachelor degree in Management/Statistics/Finance/IT or equivalent from a recognized university.
• 8+ years of relevant working experience in Airlines/Aviation/GHA industry, 5 years of which at least in Ground Handling Operations or a revenue generating role for multi-national mid-sized company.
• Should have a minimum of 2 years of experience in a managerial role leading a team on regional level; experience with low cost airline is a plus.